Process Owner: Mafe Arbelaez
Last Update: 5/31/24
SOP HERE
Purpose of Pre-call and Post-call Notes:
Pre-call Notes:
Internal documentation for team alignment before a client meeting.
Includes: Updates on live tasks, in-progress items with links, and upcoming tasks.
Post-call Notes:
External communication to clients summarizing discussions and outcomes.
Includes: Completed tasks with details, ongoing projects with status updates, and clear next steps.
These notes enhance communication, ensure clarity, and keep projects on track.
Pre-call notes and post-call notes examples:
These are the internal and external documentation to communicate the progress of the tasks.
Important update: make sure to follow these guidelines. AMs have improved the way we communicate with clients, and this section summarizes those efforts.
1. Pre-call notes example
What are they? Notes for internal tracking on what will be presented to the client in the following meeting.
Sent by Account Manager to Growth Lead, mentioning them.
Where? Sent in internal Slack client channel, e.g. #client_cordaroys
Example:
Hi @name_of_growth_lead! Sending over the precall notes for our next client meeting.
Live:
PLP video A/B Test: this was pushed live on 09/15.
In progress:
Category carousel: Here is the design [include Figma file], There are multiple versions, we replicated Dr squatch and AL example, and there are also versions with the current options.
PLP Navigation card: Here is the design [include Figma file], There are multiple versions as you requested, please review them and let me know what you think.
Augmented Reality on PDP: Integration completed and sent for client QC on 09/11
Build Your Own: Working on final corrections to match available products
Checkout optimization: CTA "Add to cart" buttons added to the Upsell products. For client review 09/13 [date of client meeting]
Parent-Child Migration: In progress. Once this is one we can proceed with the Show Products by Color Variant on PLP.
Up next:
Best Sellers Carousel on HP: Desktop and mobile design was approved. Ready for development
Homepage hero A/B Test: Desktop and mobile design was approved. Ready for development
Additional items:
We were not able to reproduce the express payments bug.
We are still waiting to get access and repo access.
For the image quality, I created a ticket to review how the images are rendered on the site. It’s priority 4 on Felipe’s list.
Bear in mind that sending over the pre-call notes to your Growth Lead is halfway towards having your post-call notes ready to be sent, as the latter are based on the former.
2. Post-call notes example
What are they? Notes for external communication with the client.
Sent by Account Manager
To: Client(s)
CC: Growth Lead, Danielle Coulet (Head of Client Success) and Ned MacPherson (Founder and Head of Growth)
Where? via e-mail on the day of the call, after the call (if the client call happens before 3 pm ET) or first thing the following day (if the client call happens after 3 pm ET).
In the past, some post-call (recap) notes were sent without necessary details, such as the status of the initiative, links, next steps, and so on. To ensure that we improve the quality of our recap notes and standardize our approach, here are some guidelines to write them. This includes setting expectations for what should be included in the notes, such as action items, deadlines, and next steps.
Additionally, it is important to take the time to review their recap notes and ensure that they are clear and accurate before sharing them with the client. If you are unsure about anything, please do not hesitate to ask for clarification from the Growth Lead.
By implementing these guidelines we can ensure that everyone has the information they need and avoid any unnecessary confusion or delays.
Here is an example of how the recap notes SHOULD NOT be written:
Completed:
Sidecart Optimization
Reviews on the site (average and total reviews)
AB Running:
Unify CTA Colors
In progress:
Reviews above the fold
SMS Opt-in at checkout
Homepage Banners
Please let me know if you have any questions at all.
Here is an example of how the recap notes SHOULD be written:
Hi [client name]'s team!
Thank you for your time on the call earlier today. Please find below the notes and action items:
Completed:
Sidecart Optimization - This was launched on 03/27, also, we will be monitoring the ATC to checkout rate for the next 2 weeks.
Reviews on the site (average and total reviews) - This was launched on 03/29
A/B Running tests:
Unify CTA Colors - The test [include link to website] was launched on 03/27, so far we don’t have enough data to report on.
In progress:
Reviews above the fold - Design [include Figma file] is ready - Our dev team is working on this test, hoping to get this test set up by Monday AM at the latest.
SMS Opt-in at checkout - This was added to the checkout, however, we haven’t changed the messaging to offer a discount yet cause we need to sync that with Attentive. @Jane Doe will connect the opt-in checkbox to attentive
Homepage Banners - Here is the design [include Figma file], we have six versions, please review them and let me know what version you’d like to test out.
Finally, for additional information, please take a look at our growth deck [include link to growth deck].
If you have any questions or comments, please do not hesitate to reach out. Looking forward to our meeting next week!